Symbio transfer to EON. Paying for the same electricity twice!

stevejh

Has anyone experienced a problem with EON where they reject the final readings from Symbio and substitute their own?
My final Symbio bill was way over estimated and taken by direct debit. The readings were transferred to EON and appeared on their first bill. I then submitted meter readings to EON that were lower than the final from Symbio. EON rejected the Symbio readings, cancelled their first bill substituted their own much lower and inaccurate estimates for their new bill, so now I am paying for the same meter readings a second time! They will not recognise the final Symbio readings and refuse to issue credit. I did not have a credit balance with Symbio because the final bill was paid, so am completely stuck.

I expect others have had this problem so any comments and help would be great.

worrywart_3

If they substitute their own then the final
bill for symbio needs to be redone and its
eon that will owe you the credit balance. 

Swipe

Sounds like one for the ombudsman if EON won't play ball. I suggest you submit a formal complaint to see if you can get tis resolved with EON then ask for a deadlock letter if they refuse.

MWT

stevejh said:

I then submitted meter readings to EON that were lower than the final from Symbio. EON rejected the Symbio readings, cancelled their first bill substituted their own much lower and inaccurate estimates for their new bil...

Do you have an actual meter reading for the 3rd October? (the day E.ON took over)

If E.ON are using their own estimate which is lower than the actual reading you can certainly complain to E.ON about that point, but I'm not sure that is your best strategy.

It might be better to complain that they are not using the same reading as Symbio as that effectively keeps Symbio out of the complaint and leaves you with something that the Ombudsman can deal with.

Rodders53

Agreed.
Supply eon with the pdf of the Final Bill from Symbio showing that meter reading has been used.  Ask them (or rather tell them, nicely) to use same reading to avoid double billing. Note, the Final Bill is separate from the Bill for October with inflated estimates that Symbol issued.

Symbol portal is still up to get their bills sent to your email address if needed!

Symbio and eon both used the same meter read for Final/Opening respectively, for me, although it was for the end of October rather than the 3rd😂

CRISPIANNE3

I paid the final bill received from E.on Next and noticed I have been charged for the same period by Symbio and E.on. Only a few pounds but have brought it to the powers that be attention. 

MrSaverM

I have a problem with a Symbio refund.
I have 2 meters, each with a separate account.
On one of them, they have agreed a refund of around £150. It should be £175.
I have queried the refund and sent them a spreadsheet with the calculations.
I have agreed the meter readings, agreed the tariffs shown, agreed the total amount I paid via DD to Symbio.
Symbio replied, "Your query has been rejected by E.On". Note - no reason given, and why E.On when I wrote to Symbio?
Yes, I know E.ON are the SoLR and I now have an E.ON account with the lower £150 credit shown,

On the other meter, I am still owed about £200 of a total £550 credit. The final bill sent to me by Symbio after they ceased trading used different tariffs to the tariffs I have on my previous bills from them (basically a higher flat rate instead of the agreed night rate tariffs), tariffs I never agreed to, tarffs that were never communicated to me and were never billed to me until the final bill in December 2021, two months after they ceased trading.
Once again, I have sent copies of previous bills, copies of meter readings, a spreadsheet etc.
I agreed all the meter readings and all my DD payments total.
When I telephoned Symbio, it was like speaking to an answer machine. No matter what I said regarding the tariff, (even getting them to tell me what tariff they saw on my previous bills), they just kept saying all was correct as I was on a flat rate tariff.

So, I am getting nowhere. Ofgem's website say they cannot handle a complaint as Symbio are not trading.
E.On say they are not responsible for calculating previous bills.
All this despite Ofgem and Government assurances that we need not worry about any credit balances.
What further puzzles me is why they seem so reluctant to issue correct refunds. After all, it is not Symbio who are responsible for paying them.

Lastly, I requested that my bill should be sorted out by Symbio at the end of August 2021. Despite them having pictures of my meters every month with dates, I was told they would need a meter reader to look at the meters before they could do anything. It would take "4 to 6 weeks". Was this a deliberate delaying tactic? Anyone else have that?

Any ideas?

CRISPIANNE3

CRISPIANNE3 said:

I paid the final bill received from E.on Next and noticed I have been charged for the same period by Symbio and E.on. Only a few pounds but have brought it to the powers that be attention. 

I think I will never get this money back after many attempts It was about £7.00. However pleased to report the credit for £27.96 has now been received from Symbio. 

lisyloo

Less than 250 kWh will not be dealt with (the ombudsman have told me that).
wrong, but there it i